Notes

Assessment

SCORE: 100%
PASSED

Question 1
You are placing a CL customer on the Seasonal Standby plan. Identify the items you should explain to the customer.
Your answer (correct): E. All of the above.

Question 2
When placing the customer on the Seasonal Standby plan you should also:
Your answer (correct): B. Tell customers with Total Equipment Protection (or Equipment Service and Repair Program or Equipment Replacement Program) that they must continue to pay the MRC while on the Seasonal Standby plan.

Question 3
A customer requested that data be blocked last month. The notes indicate that a request was made; however, the block was never added to the line. The customer has unbilled data usage showing on their account. You add the correct block to the line. What else should you do?
Your answer (correct): A. Delete the unbilled data usage.

Question 4
Identify the correct plan code to use when a subscriber wants to put a line on the Seasonal Standby Plan.
Your answer (correct): SSBY1014C

Question 5
When removing a customer from the Seasonal Standby plan, you should:
Your answer (correct): E. All of the above.

Question 6
How long must a customer be on a regular rate plan before qualifying for the Seasonal Standby plan?
Your answer (correct): 3 months

Question 7
When can you add a sales-expired plan for a customer?
Your answer (correct): To correct a plan Sprint removed in error.

Question 8
A customer would like to return to a sales-expired plan that they are no longer eligible for. Select the statement that best explains how to proceed.
Your answer (correct): If you were previously on a plan or add-on service that is no longer available, we can help you find a current one that best meets your needs.

Question 9
A customer says that she requested an unlimited text messaging plan last month. The customer now has overage on the bill and there is unbilled usage showing in i-Care. Identify the statement that best describes how to proceed.
Your answer (correct): Review account documentation, plan history, and previous transactions. If research indicates the plan should have been added, add the unlimited text and back date the text plan to fix unbilled charges.

Question 10
A customer requests a rate plan change. Identify the item(s) you should explain.
Your answer (correct): F. Both C and D.

Question 11
Identify the correct method to add overage relief minutes.
Your answer (correct): Add the service and backdate it to the beginning of the current bill cycle.

Question 12
Identify the reason(s) a customer may see additional charges for text messaging on the bill.
Your answer (correct): D. All of the above.

Question 13
Identify the method(s) to ensure that no casual data charges can occur.
Your answer (correct): D. Both A and C.

Question 14
A corporate-liable customer contacts Care because he requested to have data plans added to all of the lines last month. However, he is still receiving casual data charges on the bill. What can you do to ensure that there are no casual charges on the account for the next bill?
Your answer (correct): Correct the error by adding the applicable data plan. Backdate the plan to the beginning of the current cycle to correct unbilled charges.

Question 15
A customer says there are roaming charges on the bill, but there shouldn't be any. You perform basic troubleshooting and determine that the roaming usage was valid and billed correctly. You politely explain this to the customer. Identify the three options to eliminate future occurrences and fix the problem.
Your answer (correct): Ensure that the customer understands the roaming limitations and features that are not available when roaming. ,Explain how to set the device to the Sprint Network Only or turn on Call Guard.,Offer the customer a different plan that includes roaming.

Question 16
Identify the method(s) to stop premium messaging charges and avoid future charges.
Your answer (correct): E. Both A and B.

Question 17
Which of the following items can be blocked to avoid casual or unexpected charges?
Your answer (correct): F. All of the above

Question 18
A customer blocks all incoming text messages. Identify what happens when someone sends a blocked customer a text message.
Your answer (correct): The originator of the text message receives a message stating “The recipient you are sending to has chosen to not receive messages.”

Question 19
Identify the two correct statements regarding blocking features such as text, voice calls, and Web access.
Your answer (correct): The customer is responsible for charges incurred prior to the restriction.,There is no charge for restrictions.

Question 20
A customer is receiving repeated unwanted voice calls. He would like to block only that number from calling him. What, if any, options are available?
Your answer (correct): C. All of the above.